Using more than one location
More than one location.One service.
The right people for each part of your work, wherever they are, from one provider, on one standard, in one report.
Why use more than one?
Different work suits different places
Volume in one, languages in another, your most valuable customers in a third.
Each language from where the speakers are
European languages from Portugal or Ireland, alongside English from wherever suits the work.
Change the mix as you grow
Start in one place, and add a language, a specialist role or a location when the work calls for it.
One provider
One relationship, one standard, one report, and one person who owns it.
How the work can split.
These are examples only, and one location is often all you need. Where more than one helps, the work splits by what it needs.
- The Philippines
- Portugal
- Ireland
By language
Languages alongside volume
English at volume from the Philippines, and European languages from native speakers in Portugal.
English
The Philippines
German, Dutch and Nordic
Portugal
By product
Each product where it fits
Your main products from the Philippines, and a specialist product or line of business from Ireland.
Your main products
The Philippines
A specialist product
Ireland
By type of work
Everyday and specialist work
The everyday questions from the Philippines, with second-line and technical work from a specialist team in Ireland.
Everyday questions
The Philippines
Second-line and technical
Ireland
All three
Volume, languages and premium
English at volume from the Philippines, European languages from Portugal, and your most valuable customers looked after in Ireland.
English
The Philippines
European languages
Portugal
VIP customers
Ireland
Every location handles complex work every day. The split is about where each kind of work gets the best value, and where a scarce skill or language is easiest to find.
Each location, for what it does best.
Every channel and every kind of work can be done from all three. What differs is the people, the languages and the value.
One standard, wherever the work is.
Most providers our size have one location and send everything there. Where you need more than one, it comes from us on one standard.
- The same quality checksThe same behaviours reviewed, the same way, in every location.
- The same trainingYour products, processes and tone of voice, taught the same way everywhere.
- One reportEvery location side by side, so you see the whole picture and each part of it.
Quality review, this month
- The Philippines
- Portugal
- Ireland
- Same behaviours, same standard
Whatever your size
Not just for big companies.
You don't need a large team to use more than one location. Most of the work can sit in one place, with one specialist role or one language in another.
- Each location chosen for the work, not for our convenience
- Every location visible in your reporting
- One place is often all you need, and we will say so
Questions, answered.
The things people ask us first.
Is it only worth it for large teams?
No. A smaller team can still have most of its work in one place and a specialist role or a language in another. And where one location is all you need, we will say so.
Does the work in the Philippines have to be the simple work?
No. Every location handles complex work. Where work splits, it is by what it needs. That might be the volume, the language, or a specialist skill that is easier to find in one place than another.
How do we see what each location is doing?
In one report, with every location side by side, and in your regular reviews with the person who owns your service.
Who decides which work goes where?
You do. We lay out the options and give our view, piece of work by piece of work.
Can we change the mix later?
Yes. Start in one location, and add a language, a specialist role or another location when the work calls for it.
Working out the mix?
Tell us about the work and we'll suggest where each part fits best, and when one location is enough.